L1/L2 Support Professional

ROLE- L1/L2 Support Professional 

Key Responsibilities

·        Provide L1 and L2 production support for Sitecore-based web applications and digital experience platforms.

·        Monitor application availability, performance, scheduled jobs, integrations, publishing queues, and system health.

·        Analyze, troubleshoot, and resolve incidents related to Sitecore CMS, content publishing, workflows, templates, components, search, caching, and user access.

·        Perform initial triage, root-cause analysis, and escalation for application, infrastructure, deployment, and integration issues.

·        Support content authors and business users with Sitecore Content Editor, Experience Editor, media library, workflow, and publishing-related queries.

·        Coordinate with development, QA, DevOps, infrastructure, and third-party teams for issue resolution and release support.

·        Track incidents, service requests, changes, and problem tickets using ITSM tools such as ServiceNow, Jira, or equivalent platforms.

·        Prepare support documentation, knowledge articles, runbooks, SOPs, and troubleshooting guides.

·        Support deployments, validations, smoke testing, and post-release monitoring across lower and production environments.

·        Ensure adherence to SLA, incident management, change management, security, compliance, and operational governance processes.

Required Skills and Experience

·        4–6 years of overall IT experience with at least 2 years of support experience in Sitecore-based applications.

·        Good understanding of Sitecore CMS concepts, including content tree, templates, layouts, renderings, workflows, publishing, indexing, and caching.

·        Hands-on experience supporting Sitecore XP/XM platforms; exposure to Sitecore 9.x or above is preferred.

·        Working knowledge of .NET, C#, ASP.NET MVC, IIS, SQL Server, HTML, CSS, JavaScript, and REST/API integrations.

·        Experience troubleshooting Solr search, Sitecore indexing, publishing failures, broken links, content synchronization, and environment-related issues.

·        Familiarity with Azure DevOps, CI/CD pipelines, Git, deployment processes, and release validation activities.

·        Ability to analyze application logs, event logs, Sitecore logs, IIS logs, and monitoring alerts to identify issue patterns.

·        Experience working in Agile, ITIL, or managed services support environments.

·        Strong verbal and written communication skills with the ability to interact with business users, technical teams, and stakeholders.

Preferred Skills

·        Exposure to Sitecore SXA, JSS, Headless, XM Cloud, or Sitecore Personalization.

·        Knowledge of Sitecore Helix principles and component-based architecture.

·        Experience with cloud platforms such as Microsoft Azure or AWS.

·        Understanding of monitoring tools, application performance management tools, and alerting dashboards.

·        Sitecore certification or Microsoft certification would be an added advantage.

·        Experience supporting global enterprise websites, multilingual sites, or multi-region digital platforms.

Education and Qualification

·        Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

·        Relevant experience in web application support, CMS support, or digital platform operations may be considered in lieu of formal qualifications.

Support Expectations

·        Ability to work in rotational shifts or extended support windows based on business requirements.

·        Willingness to provide weekend or on-call support during critical releases, outages, or planned maintenance activities.

·        Strong ownership mindset with focus on timely resolution, proactive communication, and continuous service improvement.

Key Performance Indicators

·        Incident response and resolution within agreed SLA timelines for priority-based tickets.

·        First-contact resolution rate for common L1 issues related to access, publishing, content updates, and standard user queries.

·        Reduction in recurring incidents through proactive monitoring, root-cause analysis, and problem management support.

·        Application availability and stability maintained through effective monitoring, timely escalation, and preventive action.

·        Accuracy and completeness of ticket documentation, including issue summary, troubleshooting steps, resolution details, and closure notes.

·        Timely communication of incident status, risks, dependencies, and resolution progress to stakeholders and support teams.

·        Successful completion of deployment validation, smoke testing, and post-release checks within defined timelines.

·        Quality and currency of knowledge base articles, SOPs, runbooks, and support documentation.

·        Adherence to ITIL processes, change management guidelines, compliance requirements, and operational governance standards.

Contribution to continuous improvement initiatives, automation opportunities, and support process optimization.